Factors influencing patient satisfaction in primary healthcare clinics in Kuwait

Abstract

Purpose: To measure the quality of health care services patient satisfaction is used as one of the most important indicators. The study aims to identify factors affecting patient's satisfaction at primary health care clinics.

Design/methodology/approach: The data was collected during January 2007 and May 2007 through a randomly-distributed questionnaire. The questionnaires were distributed in primary healthcare clinics that represent all heath care regions in Kuwait. A total of 426 completed questionnaires, out of 500, were returned resulting in a response rate of 85.2 percent.

Findings: The majority (87 percent) of the patients responded that the time for communication between physician and patient was not enough. Seventy-nine-percent of the surveyed patients said they would go to the emergency room of the hospital in future if needed instead of going to the primary care clinic. Regarding the quality of the communication relationship between physician and patients most of the patients responded negatively. Exploratory factor analysis identified six factors and reliability of overall scale was found to be 0.61.

Research limitations/implications: One limitation to this study was the exclusion of the private sector.

Originality/value: The authors hope that this study identifies areas of dissatisfaction that can be quickly remedied and ensures enhancement in the areas of satisfaction with ongoing attention and emphasis.